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CptLeChuck
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Slow speed & intermittent connection.

Hi there, I did try calling the 0345 number last night, but that resulted in never being able to speak to someone, and the automated message telling me "turn it off, and back on again", yeah, like I haven't already tried that!

I'm on 200mb service, and getting the following from Speedtest.net:

edit: For whatever reason your forum won't show the picture. I'm getting 21ms ping, 34.45mbps download, and 20.68 upload.

On top of that appalling download speed, my connection often just drops. Over the past weekend and last few days it was not reliable at all. Below are the logs from the router which were taken roughly an hour after I had reset the router:

First TimeLast TimePriorityError NumberDescription15/07/2020 11:23:43 GMT15/07/2020 11:23:43 GMTWarning (5)66050310Auth Success - Web login successful.15/07/2020 11:13:45 GMT15/07/2020 11:13:45 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 11:04:50 GMT15/07/2020 11:04:50 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully15/07/2020 09:32:44 GMT15/07/2020 09:32:44 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 09:12:57 GMT15/07/2020 09:12:57 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 08:01:19 GMT15/07/2020 08:01:19 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 07:50:52 GMT15/07/2020 07:50:52 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 07:34:43 GMT15/07/2020 07:34:43 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 07:28:20 GMT15/07/2020 07:28:20 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 06:59:25 GMT15/07/2020 06:59:25 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 06:46:48 GMT15/07/2020 06:46:48 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 06:39:36 GMT15/07/2020 06:39:36 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 05:42:34 GMT15/07/2020 05:42:34 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 04:43:01 GMT15/07/2020 04:43:01 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 04:25:29 GMT15/07/2020 04:25:29 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 04:22:14 GMT15/07/2020 04:22:14 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 04:18:38 GMT15/07/2020 04:18:38 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 04:14:03 GMT15/07/2020 04:14:03 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync15/07/2020 03:27:01 GMT15/07/2020 03:27:01 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync

I'm on a Superhub 2.0. Additionally, the grey box that was outside my box has gone, I don't know if it was vandalised, but the wires and equipment are exposed. I reckon I need an engineer to come have a look. which is why I called, but it seems impossible to actually get to speak to someone.

So I'm posting here as a last resort before looking elsewhere.

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CptLeChuck
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Re: Slow speed & intermittent connection.

Sorry, when I said "grey box outside my box" I meant outside my house. 

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John_GS
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Re: Slow speed & intermittent connection.

Hi CptLeChuck

 

Thanks for posting. My apologies for the broadband issues. I've checked the system and it does need a tech as some of the levels are out of spec. We'd also need a tech regardless due to the omni box cover needing replacing.

 

I'll send you a PM now to arrange.

 

Kind regards,

John_GS
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John_GS
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Re: Slow speed & intermittent connection.

Thanks for joining me on PM CptLeChuck

 

Just to update the thread, the engineer visit was booked in for the power levels and the omni box cover.

 

Kind regards,

John_GS
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John_GS
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Re: Slow speed & intermittent connection.

Thanks for checking in with the address @CptLeChuck,

 

It's the correct address we have don't worry 🙂

 

Kind regards,

John_GS
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